On the front line in tourism

New Zealand's hospitality industry has suffered a blow since September 11, but there are still plenty of job opportunities. ANGELA McCARTHY reports.

If you were staying at a hotel and asked the front-desk receptionist about entertainment in Auckland, what response would you prefer?

Someone who shrugged, or someone who talked enthusiastically about the art gallery's latest show, and the great play on down the road?

Going the extra mile is a must in hospitality and tourism, particularly in the wake of September 11's terrorist attacks on New York, says Hospitality Standards Institute (HSI) chief executive officer Ian Harding.

International tourists are looking to New Zealand as a safe destination, as well as 100 per cent pure - but a laissez-faire attitude isn't going to pull the crowds.

"We want overseas tourists commenting on their positive experience here," says Harding.

Yes, New Zealand tourism was set back by the September attacks, but it was a smaller blip than expected. While October to February visitor numbers were down .6 per cent January and February had an increase of 3.5 per cent and 6 per cent. There has been a resurgence of interest from the United States, Japan, Korea and China, with Chinese visitor numbers this February double that of last.

So a future in New Zealand tourism is bright. In fact the industry is crying out for skilled people, with chefs most scarce, says Terence Cox, of hospitality recruitment agency Terence Cox and Associates.

Attracting more people into the industry is one of the big issues, says Aviation, Tourism and Travel Training Organisation (ATTTO) chief executive Gayle Sheridan. But there are two other issues as well - upping staff calibre and retention.

Many employees lack experience of the four to five-star approach that top hotels expect, says Susan Gibson, group communications manager of Dynasty Hotel Management, which runs Auckland's Heritage and City Life.

Hence the Suite Experience, where new staff members spend a night in a suite to experience quality service.

Good New Zealand service, she adds, has been described as four to five-star service without the chilliness, but with a "relaxed efficiency".

Like only a handful of other hotel chains, Dynasty can offer promotion across the country. But it means people need to be versatile.

Adds George Hickton, chief executive of government agency Tourism New Zealand: "You need to plot a career that goes from company to company, and be prepared to jump sideways to get somewhere."

Cox says the down side of the industry is the shift work. It is also not a highly-paid industry. "You need to be driven by passion," he explains. "With most positions, you need to like people and like being around people."

But qualifications are becoming increasingly important.

"This is no longer the job you do until you get a real job," says Harding. "A qualification also indicates dedication to the industry."

Tourism industry training organisations have set up a number of national qualifications through polytechnics, private providers, work-based training and apprenticeships.

However Harding cautions people check courses carefully. A national certificate should be the minimum qualification undertaken.

Around 180 secondary schools are offering unit standards at level one and two in tourism which can lead to entry level jobs, says Harding, particularly if coupled with work experience. There is also an increase in tourism and hotel management degrees on offer around the country.

Gibson says the Dynasty human resources department is seeing an increase in tertiary qualifications in CVs, particularly at management level.

But she adds the rider that some people still enter the industry and do really well without formal qualifications, because they have that indefinable X factor.

"For example, we have a head concierge who was an ex-fireman with no training, but he had that personality."

Foreign language skills are still a rarity in New Zealand tourism; the hotel has just promoted a Japanese national whose language skills have proven invaluable.

There are also staff who can speak German, Swedish and Italian. Having another language will definitely give you an edge, agrees Hickton.

But he says the bottom line remains how well you can deal with tourists and provide that extra value.

Ticket to tourism

* Strong customer focus.

* Bright and outgoing.

* Excellent people skills.

* Good work ethic.

* Tertiary qualification.

* Language skills.

* Competency in Maori tikanga and te reo.

* Industry experience.

* Eye for detail.

* Good problem-solving skills.


How the pay stacks up

* Standard chef: $20,000-$45,000 per year. Experienced chefs can earn more.

* Food and beverage managers: $45,000-$75,000, depending on experience and hotel size.

* Maitres d'hotel: $25,000-$45,000, depending on experience and hotel size.

* Hotel/motel receptionists: $9 and $14 per hour.

* Bar tenders: $8.50-$13 per hour, plus tips, depending on ability and experience.

* Waiting staff: $8-$15 per hour, plus tips, and varies according to employer, experience and responsibility.

* Adventure tourist guides: $15,000-$30,000 per year. Often self-employed or on seasonal contracts.

* Tour coach drivers: $10-$15 per hour, depending on contract.

Source: www.kiwicareers.co.nz